The effect of ‘tone of dialogue’ on users’ interactions with self-service

James Ward, Jamie Sands, Graham Johnson

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)
45 Downloads (Pure)


This report details the results of an investigation into the effects of various tones of dialogue (TOD) used at the ATM and their effect on participants perceptions and satisfaction. The participants carried out a transaction with an unfamiliar services on a mock up ATM interface, the tones used were brief and business-like, instructional, personal and reassuring. Results showed that participants were aware of the TOD and perceived it as important. The brief tone was the most preferred and the personal tone was least preferred. The results suggest that the current TOD used at the ATM may benefit from accommodating a more reassuring and instructional tone. The personal tone tended to receive the lowest rating. This may indicate a reluctance to engage in a relationship with the ATM, the repercussions of this on the current trend in personalisation of services may be of interest.
Original languageEnglish
Title of host publicationContemporary ergonomics 2007
Subtitle of host publicationproceedings of the International conference of contemporary ergonomics (CE2007), 17-19 April 2007, Nottingham, UK
EditorsPhilip D. Bust
Place of PublicationLondon
PublisherTaylor & Francis
Number of pages6
ISBN (Electronic)9781315106595
ISBN (Print)9780415436380
Publication statusPublished - Apr 2007
Externally publishedYes


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